President's Corner

Full disclosure, up until 5 years ago, I paid little attention to politics. This is not something I would normally brag about, but it helps for context. When voting, I typically relied on others for information. I went to the polls with my list, filled in the ovals of those that I was told to vote for and walked away knowing that I followed through with my civic responsibility, or did I?

As much as I thought I was being civically responsible, the truth was I wasn’t paying attention to outcome (policy), I was paying attention to politics. One of the most important aspects of my role here at the Chamber, is understanding policy and its impact on business. I have come to learn that there’s nothing more important than both sides of the aisle coming together to focus on issues that impact business because as we all know, if business isn’t thriving, neither are our schools, communities and other amenities that make where we live so great.

Over the past few years, I have paid close attention to what policy means to our businesses. If policy is focused on growing business, we then have a growing economy, i.e. strong business = strong community. This mid-term election candidates ran on their respective political platforms, (the what), these platforms then outline their policy options (the how) for their respective areas of influence. Therefore, paying attention to not only platform but policy is vastly important. Previously, I had not done that. As a Chamber, I/we can’t afford NOT to pay attention to that.

This election I was pleased to see the number of people who took advantage of the privilege of voting. The turnout was (unofficial when I researched) about 55.6%. The highest turnout in 32 years! Millennials were focused on getting their vote out to make sure their voice is heard. I couldn’t help thinking about my previous voting mindset, it was about politics (who they are) not policy, (what they will implement). What was the mindset of the midterm voters? Will the outcome of policy from our new legislators give voters what they wanted? That is to be determined. But thinking about it is important.

Republican, Democrat, doesn’t matter, but here’s what does, realizing the impact of thinking politics vs. policy. We all want what is best for our state and our community. We want what is best for our children, grandchildren and beyond. If we only pay attention to politics (hello political ads) we may lose sight of what happens after the election celebrations. Congratulations to all the candidates on their victory. There is a lot of work to be done, and red or blue, black or white, male or female, policy will ultimately determine the success or failure of our state. We’ll all be watching.

Congratulations on your win. However, your work is just beginning. You and I both know there is much on your plate, and I’m not sure how long it will take to get our state back in order. I’m hopeful it will be during my lifetime.

Very recently, I have started an initiative within our Chamber of Commerce here in Naperville. The initiative, Around the Chamber in 80-days allows me to visit with our Members, small, medium and large businesses to learn what challenges they’re facing and how our organization might help them. As soon as I began asking my questions, the proverbial flood gates open.

First, future Governor, let's discuss our workforce. Business owners are desperate for talent in this tight labor market, but the challenge to hire and grow is greater here in Illinois. One of our Members stated, “Three years ago I had a robust workforce, today that workforce is cut in half because they’re moving to more lucrative positions in other states where the cost of living is more affordable.” We need to find a way to bring talent back to our state because it’s a desirable, affordable place to live.

Second, our Members are struggling to get new business because there are fewer businesses to work with, and the pot continues to shrink. Again, nationally we see the GDP at an all-time high, but Illinois isn’t feeling it. Another one of our Members shared “We have expanded our business to Indiana, Texas and Michigan and business there is booming. Here in Illinois; it’s flat.” How do you propose to make this state a destination for business? How will you create a pro-business environment that doesn’t tie the hands of business owners and their dreams of prosperity? If businesses aren’t coming here, neither are the people.

Next, we need to talk about fiscal rejuvenation. Illinois has the second-worst fiscal health among U.S. states. Based on the states’ 2015 financial statements, all in, state and local governments in Illinois owe more than 203 billion dollars for pensions and retiree health insurances. If not remedied, bankruptcy is inevitable. I’m hopeful you can create a strong bipartisan group of legislators that will make positive change sooner rather than later.

Personally, I love Illinois. I think it’s a great state with great potential. However, with years of mismanagement and partisan politics you may have forgotten about the value small businesses bring to our state. You and I both know that small business is the backbone of this country. With nearly *30 million small businesses employing 47.8 percent of US workers, their impact can be seen through job creation, innovation and economic impact. Something this state desperately needs. We must attract these businesses. Illinois has great potential, and I hope you believe the same.

Future Governor, if you believe in the potential of this state, I ask that you cast aside politics and truly connect with legislators from both sides of the aisle, talk about the needs of your constituents and what needs to done to be competitive again. I plan on sticking it out, as for my children and grandchildren, your leadership will likely dictate their decision, and my hope is they’ll stay.

I’m one of those people that loves change. I get bored quickly so when change is consistent, I’m at my best. A couple of weeks ago, I had the privilege of speaking at the Naperville Public Library Staff Conference. The topic was change, so I was in my element. Little did I know, that I would be challenged to see how much I truly welcome change.

When the representatives from the Naperville Library asked if I’d be interested in closing out their staff conference I was quick to say, “Yes.” I used to do hundreds of presentations all over the country and I must admit, I miss it. So, I jumped in. Some of my take-aways included:

Change matters because it affects relevance.

It’s important to remember that life is a series of natural and spontaneous changes. We can either adapt, ignore and slowly fade from reality.

Sometimes being uncomfortable allows us to explore areas we might not otherwise explore. If you’re not crazy about change, understand it might take you where you need to go.

One of my favorite quotes about change comes from Viktor Frankl, “When we are no longer able to change a situation we are challenged to change ourselves.” This quote certainly came to life for me when giving my presentation.

As I was preparing to deliver my keynote, it was clear there was a technology glitch which caused my whole deck to be viewed prior to me even starting the presentation. It was beyond the control of the staff and honestly, I sat there panicked as I saw the “surprise” slides reveal themselves. My heart began to race, and I thought, “This is not going to be good.” My nerves got the best of me, and when we finally figured out what was wrong, my composure was shot. I was then challenged to change myself and my attitude. Full disclosure, I didn’t. I pieced through my presentation and walked away feeling completely defeated. Rather than understanding my inability to change the situation, I focused on my inability to change my presentation. #fail

I wrote the staff Members that I felt I had let down. They wrote back to me with words of praise sharing that it was a “great presentation.” What? No, I blew it. Then I received a lovely email from one of the attendees sharing how much she gleaned from my presentation. I was blown away. Perhaps I did adapt, perhaps I was able to change what I thought I didn’t have control over. Wow. Lesson learned, as much as I think I am a go with the flow kind of gal, that day I was challenged. I thought I had everything laid out just as I had planned, only to realize things don’t always go as planned. We must be adaptable, and we must realize that even though it’s not our best, we can always try our best.

There is one thing I know about change, and that is that it leads to opportunity and experience. This was certainly an experience and an opportunity to discover that sometimes I need to ease back on my expectations, and simply be present in the best way I can. I changed that day and it was good, not comfortable, but good.

Last week I had the great opportunity to sit on a panel about leadership for our Young Professional Network. In addition to me, there was Councilwoman and Attorney, Rebecca Obarski and Little Friends President, Mike Briggs. We all had a different take on leadership, however when all was said and done, we all agreed that being a leader is earned, not given. The following is something I shared with the group about lessons I’ve learned regarding leadership. I hope you find it valuable.

What I’ve learned about leadership:

Leadership isn’t being a boss, it’s being a student.

Leadership isn’t about telling people what to do, it’s about listening to what they can do.

Leadership isn’t about showing what you’ve got, it’s hiring what you need.

Leadership isn’t about making the right decisions, it’s also making the hard decisions.

Leadership isn’t blaming when something doesn’t go right, it’s about acknowledging those that contribute to making something right and owning when it doesn’t.

Leadership isn’t about building yourself, it’s about building others which ultimately builds oneself. You get what you give.

Leadership isn’t about doing great things, it’s inspiring others to do great things.

Leadership isn’t just about courage, it’s about encouraging.

Leadership isn’t just about vision, but getting others to see it, believe it and working to achieve it.

Leadership isn’t just about passion, it’s being passionate about the people you work with.

Leadership isn’t just about getting through the storm, it’s about handling it with calm.

I don’t know about you, but summer is always an interesting time for us at the Chamber. Our fiscal year ends June 30th so much of the spring we’re focused on getting our budget situated for the coming year. The great part about it is that we’re able to all come together and talk about what we need to do to set up our Members for success! From there, we start setting our goals. When those goals are set, we then have a clear purpose and understanding on how we can help one another. Goals are nothing without action, so I thought I might provide some ideas on staying the course, so you can finish the year strong!

Visualize the outcome of your efforts. There’s nothing more valuable than looking in to the future to realize the potential fruits of your labor. If you can see what your desired outcome is, then you can develop a step-by-step strategy on how to get there. Biggest mistake I see people make is setting a goal and “winging” it. You must have a play-by-play, so you'll know what you must do so your outcome can successfully be attained.

Surround yourself with a solid team. Wise leaders know they didn’t get where they are alone, it takes a great support system. It should be true for your team and your dream. You all must work together to realize the vision of the organization. If you don’t have a clear vision or a team that works closely together for the good of the organization, the outcome is high turnover and low productivity. Inspire your team and they will inspire the dream.

Recognize “slack time” – When you’re working at full speed, do you sometimes hit a wall? If so, do you then find yourself putting things off? I find that when I’m the most overwhelmed is when procrastination sets in. Therefore, I have my “Immediate Five” (IM) list which I write out each morning in case of a stall. The IM list is a gentle reminder of what my priorities of the day are. In other words, if I’m trying to do 20 things at once, my IM list gets me back on track and focused. I’m no loner trying to do many things at once, rather I’m able to focus on my priorities.

Raise the Bar- I don’t know about you, but I love a good challenge. When I find myself bored or frustrated, I realize that the goal or task I’ve set for myself isn’t challenging enough for me. For certain personalities, pressing towards greater challenges is fuel for solid performance. Mundane tasks, can become repetitive and ultimately boring. If there are things that must be done, figure out a way to make them more interesting. For example, writing my bi-monthly Current columns can be time intensive. Therefore, when I’m preparing to write it, I give myself 20 minutes to go online and read the hot business topics of the week or month, etc. I’m then inspired with several ideas and writing the column becomes interesting vs. something I just check off my to-do list.

Hopefully these nuggets provide you with some strategies to stay the course end your year strong!

One of the most challenging and frustrating aspects of my role here at the Chamber is my inability to connect with every Member. With close to 1,200 Members, it’s proven difficult to know everyone despite my desire to do so. As this organization and Membership evolves, it’s more important than ever to learn what you, our Members, need from your Chamber of Commerce. Therefore, starting the first week in September, I will begin a listening tour that will go through mid-November. I’m so looking forward to not only meeting Members I haven’t met yet but learning how we can better support your business growth.

You don’t know what you don’t know. Some share the sentiment that ignorance is bliss; however, if you’re running a business, ignorance is death. If you’re not clear on what your customer needs how can you possibly deliver a meaningful product or service? When I owned my business I would always ask, “What can I do better? What else do you need? How can I make your experience here more impactful?” As NACC President, those questions are still important to me and I want to learn from you.

Reach out to me! Although I will be working closely with my Membership team to set up meetings, if you’d like to meet with me, please reach out. I’d love to hear from you. I have a series of questions that are designed to better understand your business. For example, I know for certain communication preferences vary. Clarity on your preference helps us to deliver the information you need in the format you prefer.

Understanding changes in business. Our Chamber is made up of small, medium and large businesses all of which require different resources. I need to understand what those resources are, so we can have greater impact on your business success. We too are a business committed to customer satisfaction. We can’t keep doing the same thing and expect that everyone is content. Change is important to stay relevant, and we need direction from you.

Building relationships. I have had the good fortune of meeting so many great people at the Chamber. But I know there are many more Members that I have yet to meet. I want to hear your stories. How did your business start? What allowed you to persevere through the tough times? Why did you join the Chamber? Why do you remain committed to the NACC? So many questions I have and so many opportunities to learn.

If I am going to take this organization into the future, it’s important to stand up and pay attention. Technology is changing as you read this, business models and employer needs continue to shift, and we need to be on the cutting edge ready to assist you.

I look forward to meeting with you. My goal is to meet with 150 businesses between now and November. I know I can do it, and I look forward to all that I will learn!

I just returned from a brief getaway with my daughter to Washington State and Portland, OR. Last year we decided we’d take a Mother-Daughter trip together with the goal of including a race of some sort. With plenty of planning, we set the date for August once she finished finals, and I was able to take a break from work. What I realized during my time away, is not only the value of time with family, but the value in getting away from routine.

Mental break- I must admit that I struggle with “downtime”. For those of you that know me, likely no surprise. However, I do know the value of giving my brain a break from work. As much as I love what I do, I believe that mental breaks provide me with the ability to come back to work with a renewed sense of purpose, creativity and productivity. It’s interesting, but I find that some of my most creative ideas or a greater appreciation for what I do, come after giving my brain a break.

Time crunch- I don’t know about you, but my week is full of deadlines. This article for example must meet a deadline in order to be published on time. The nature of the Chamber means there are constant deadlines which creates a sense of urgency. Taking time away means freedom from deadlines. However, when I find my patience running thin when I have to wait in line for something, or the service in a restaurant is slower than I like, I’m quick to remember that I have no schedule and my days and hours are completely my own. That translates to greater relaxation and truly being in the moment and appreciating a low-stress schedule.

Learning something new- I’m a bit of a history nerd, so any time I travel I’m always interested in learning the history of my destination. When we arrived in Portland, we signed up for a bike tour and to my pure joy, our guide was a proud history nerd too! Learning about the rich history of Portland enriched my experience as it brought a greater appreciation and understanding of the region. Learning how a community, city evolves and the tragedy and triumph it endures is a reminder that no matter where we are, communities were built on the shoulders of those committed to a better life for their children, grandchildren and great-grandchildren. I know the same holds true for our community.

Beauty right here at home- My daughter and I were so fortunate to participate in the Bridge of the Gods run in Washington State. I have to tell you, I’ve seen beauty from the East Coast to the West Coast, but I’ve never experienced something like this. The race started in Portland, and we crossed over the Bridge of the Gods into Washington. It was absolutely breathtaking. The weather fully cooperated and once over the bridge and onto the trail, we were among gorgeous flowers and trees native to Washington. And there were mountains, oh the mountains. To top things off, as we made our way back to our hotel, there was a rainbow that stretched from one side of the small town of Stevenson to the other. It took my breath away, and I will never forget it. Sometimes we forget how much beauty is right here at home. This trip was a reminder of how much more I need to see!

Unplugging- Finally, taking time away forced me to disconnect. Though my phone creates a constant connection, I intentionally took a break from the news and only deleted emails that were “junk”. I intentionally spent time connecting with my daughter, laughing more and worrying less. Constant connection can create constant worry and even discontent. I didn’t miss the need for chronically checking my email and pressure to respond. It was freeing. We should all disconnect from our electronics from time-to-time and reconnect with family and friends.

Even if you’re not interested or able to physically “get away from it all” taking a mental break from the day-to-day routine is invaluable. For me, I came back renewed, invigorated and excited to get back to work. At the end of the day, I believe I’m better professionally and personally as I jump back in to my life with a renewed attitude and sense of purpose. That can only flow over into all that I do, which in my humble opinion, is the whole point of vacation, getting away from it all so you can better appreciate the “all”.

Every day our team comes to work with our focus on you, our Members. We understand that we need to pay attention to the ever-changing business environment. Your needs as a business professional are changing quickly, and if we’re not on top of our game and paying attention to what you need to be successful in your career, we will become irrelevant. Therefore, I thought it would be useful to provide a sneak peek into some of the things we’re working on for you.

Leadership Naperville! Some of you may have attended or know someone who attended our Leadership Institute. We’ve had many graduates who have touted the benefits of LI. However, when we see things shift, we need to be nimble and make the changes based on what our Members are looking for. We have heard from a number of you that shared your desire to learn how to be more engaged in our community. You have asked how to connect with leaders in the community, how to give back or even how to be more civically engaged. You spoke and we listened. Starting October 2nd, the NACC will offer Leadership Naperville! which will give you, our Members, the opportunity to get up close and personal with business leaders, civic leaders, volunteer leaders and others in the community that can pave the way for your engagement. The program runs through November 6th and takes place on Tuesday mornings from 7:00 -9:00 a.m. Click here for more information.

Technology Updates- As you may recall, back in October we launched our Future Forward campaign designed to help improve our antiquated technology. Our goal is to raise $250,000, and we are very close thanks to our generous Members. If you’re interested in participating, you can do so here. We hope to reach our goal by the end of the summer. Your contributions will help to improve our current phone system, update our conference rooms, replace old computers, develop a new website and add new communication systems. We are in the beginning stages, but very excited about the opportunities for our Members because of these improvements. We’ll keep you posted as these projects progress.

Luncheons- For those of you that have been with the Chamber for a while you know that we have been hosting luncheons on a monthly basis. We continue to hear, “time is money” and that time is also very limited. Therefore, starting this month we will be going to every other month for our luncheons. I remember when we did that with Women In Business and a few Members were sorry to see the change. However, once implemented, we have seen consistent attendance of at least 100 Members. If you’re going to attend something, we want it to be worth your time and dollars. Great programming along with great attendance makes the time you spend more valuable. Our next luncheon will be September 24th at the Hilton Lisle/Naperville. Click here for more information.

Listening Tour- As we continue to evolve to meet the needs of our Members we need to listen to what you want. Beginning this month I will begin “Around the Chamber in 80 days”. I will be meeting with Members and talking about business, changing needs and how we can be a better resource for your business. If you have any thoughts or would like to share ideas on how we can be a more valuable resource, feel free to send Suzie Pschirrer an email and she’ll set up an appointment.

Board Retreat- In September our Board will be getting together to discuss the future of the NACC. We’ll be asking many questions including, “How do we continue to provide our Members with the best resources and customer care possible?” “How do we ensure that we’re bringing valuable programming and opportunities to our Members that are unique and impactful?” We are passionate about your success and being alongside your growth and success is what inspires us every day to work harder on your behalf.

June 30th marked the end our fiscal year, and we are ready for an exciting year ahead. We are here to serve you, so if you have any comments, ideas or questions, don’t hesitate to reach out. We remain grateful for your Membership and your trust.

Regardless of the type of business you own or manage, you have to deal with customers. Although we’ve seen the challenge of online businesses that seem to compete directly with our businesses, the one main differentiator is face-to-face, over the top customer service.

Quality, consistent customer service can truly set you apart from your competitor. However, there are some who still don’t understand what customer service looks like and what you should avoid if you want to keep your lights on. The following are some examples of what can enhance customer loyalty.

1. Take ownership. If there’s a problem and your customer reaches out for you to make it right, please oh please do not shift the blame. Take ownership, see how you can fix it and leave your customer feeling like they matter. Remember, they don’t care what caused the problem (that’s your problem) they care about how you’re going to make it right.

2. Understand urgency. In our fast paced world (sometimes too fast) our customers expect timely responses. When I started here at the Chamber, I made sure that everyone adhered to a 24-hour response time. Nothing is more aggravating than having a simple question and no one answers. By that time, your customer has likely moved on and will not look back.

3. Sincerity. I have reached out to businesses to share a concern and it seems the customer service rep is reading a script in response to my concern. They likely are, but for goodness sake, read it like you mean it. Better yet, speak with sincerity. If I’m treated like customer #212 vs. Nicki Anderson, it’s a turn off. In our digital world, it’s pretty awesome when someone takes the time to listen and respond positively. Caring about your customer seals loyalty.4. Get to know your customers. We have close to 1,200 Members at NACC. I can’t possibly know everyone, but I certainly try. It is vastly important to be able to approach a Member by name. I’m sure there is research out there that shows the impact calling someone by name has. Go the extra mile and your customer will remember.

5. Team continuity. Your business likely has a mission statement and core values. (If you don’t you should). Everyone on your team needs to understand and embrace your mission and core values, if they don’t, there will be a lack of continuity from team interaction to customer interaction. I know that our team works tirelessly on making sure that our Members are taken care of as it’s part of our value system. Is it part of yours?

I hope these tips serve as a reminder that no matter how far the world of online business goes, the one thing that online can’t replace is face-to-face interaction. Great customer service still matters to people, actually now more than ever. Take a look at your business, does your mission gel with your business strategy? Does your team embrace the organizations core values? If the answer is yes, here’s to your continued success! If the answer is no, give me a call, let’s see how the Chamber can help.